Brooke Hibbert

• Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
• Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
• Resolved escalated customer issues promptly and professionally to maintain satisfaction.
• Recruited, trained and onboarded new agents, maintaining exceptional service standards.
• Improved average hold times, resolution rates and satisfaction scores through staff development.
• Collected and analyzed Call Centre statistics, sales rates, costs, and customer service metrics.
• Managed a team of 21 consultants.
• Facilitated a full team restructure within the wider business' function.
• Analyzed customer feedback to identify improvement opportunities and develop action plans.
• Developed quality employees within call centre to take over leadership positions.
• Created clear and effective policies governing all aspects of employee work and interaction with customers.
• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
• Evaluated data to identify trends and determine customer service needs.
• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
• Cross-trained existing employees to maximize team agility and performance.
• Connected our Sales Team with our Operations Team to ensure that our Operations team were able cater to the needs of our Travel Agents.
• Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings

• Coached employees through day-to-day work and complex problems.
• Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
• Dispersed petty cash to employees and collected and managed receipts.
• Established and updated work schedules to account for changing staff levels and expected workloads.
• Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns.
• Created, documented and updated company policies to guide front office personnel in service excellence and industry best practices.
• Assisted staff with troubleshooting and resolution of software and hardware issues to minimize downtime.
• Created, prepared, and delivered reports to various departments.
• Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.

• Guided groups of up to [Number] people on scheduled tours.
• Communicated professionally with customers, answering questions and addressing concerns to boost satisfaction.
• Managed tour groups by keeping on schedule and quickly handling issues to promote positive experiences.
• Built personal relationships with guests to promote positive experiences.
• Provided information on various sites throughout area, relaying little-known stories to provide interest.
• Trained to handle medical issues and accidents to take appropriate action and promote safety and well-being of tour groups.

- This role was specifically for a Networking company whereby we were contracted with multiple different ISPs (Internet Service Providers) Our call centre engineers were trained networking engineers who were responsible for troubleshooting various issues relating to internet/wifi/network design etc.

- This role gave me the opportunity to work with multiple CRMs whilst also understanding how they are designed which therefore allows me to learn new systems at an extremely rapid rate.

• Reviewed repeated issues with internal/external operations and business management to solve problems and improve company outcomes.
• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
• Collaborated with Contracted ISPs (Internet Service Providers) to improve customer service processes and support structures company-wide.
• Resolved customer complaints while prioritizing customer satisfaction and loyalty.
• Generated customer satisfaction surveys to analyze results into action plans.
• Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
• Researched and Implemented new CRMs to improve the ticket handling function between various call centre engineers.
• Created an escalation process from 1st line Engineers through to 3rd line and senior engineers to ensure the correct person was handling the appropriate ticket/task

My Final position within this company was a promotion to Events Manager however our Cruise line got shut down on my start date due to Covid. I have not returned to the Cruise lines since due to my New Zealand Residency being accepted.

• Co-ordination and running of various cruise activities (including sales promotions). This covered various weekly events as well as specially requested events for specific cultures and or religious holidays.
• My Team was Responsible for the entirety of the guests' experience, from passenger embarkation to disembarkation.
• I dealt with customer queries and complaints daily as well as oversaw and ensured the wellbeing and satisfaction of passengers.
• Implementing health, safety and Covid protocols was an integral part of my job as we had to adapt to the new health measures extremely early in the Covid pandemic in order to get our ships back up and running as soon as possible.
• We were required to quickly develop communication in multiple languages such as Spanish, Italian, French etc.
• A crucial part of this role was developing the understanding of various customer needs/wants based on Nationality and understanding how to resolve various customer complaints based on a specific nationality/cultural preferences.
• I was responsible for identifying the majority cultural needs/wants of the cruise based on our majority market and from then on we would customise our various events/daily activities to match.